AccountId: 011433970860
ContactId: 72d48402-6038-416b-ac0d-ddb3f24faa9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609900 ms
Total Talk Time (AGENT): 236086 ms
Total Talk Time (CUSTOMER): 305686 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/72d48402-6038-416b-ac0d-ddb3f24faa9a_20250213T23:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Hillside Dental. Um, I received a letter and I'm pretty sure it's in regards to a patient that says that we have not cashed a $370.60 check.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] But we never received that. I received ELBs stating that you guys were not gonna pay for her claims. So can I give you the ID and you look that up and if indeed you are going to pay for it, you could send that to us.
[AGENT][NEUTRAL] OK. All right, [PII], I can um check that out for you with the check and the patient. Uh, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] and just for your notes um it's [PII] I didn't know if that mattered to you or not but it's [PII].
[AGENT][POSITIVE] OK, Ms. [PII]. Thank you. I appreciate you letting me know that. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Precious [PII].
[CUSTOMER][NEUTRAL] And her ID number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] And I can give you the check number.
[CUSTOMER][NEUTRAL] Um, I can give you that check number and the date it was issued.
[AGENT][NEUTRAL] OK, what is the check number?
[CUSTOMER][NEUTRAL] The check number is 1861935.
[AGENT][NEUTRAL] OK and then does it have the um claim number on there also?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It yeah it says it was this policy, but it does, it says 00.
[CUSTOMER][NEUTRAL] 03476441.
[CUSTOMER][NEGATIVE] And then it said paid on her policy and it was for $370.60. It was just a letter saying I certified that I have not cashed or deposited it. I haven't closed the original check which is outdated, but like I didn't ever receive it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me
[CUSTOMER][NEUTRAL] Because that'd be great then she wouldn't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because the EOBs I got said that um I can't I'd have to pull them but that.
[CUSTOMER][NEUTRAL] Anyway, that you weren't gonna pay it but I can't remember the reason exactly.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Let me look at it real quick 1935.
[AGENT][NEUTRAL] Yeah, I do show that the check did go out to [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was issued on
[CUSTOMER][NEUTRAL] I will tell you that we have had some problems with not a ton but we have had some occasional problems. Our regular mailman um was injured and we've had a bunch of subs and sometimes I get mail from people that aren't even in our city, you know, here, so at the office. So I just think there's some because I mean we got this in the mail, so going to [PII], but I did not get a check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh wow. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, let me look at the
[AGENT][NEUTRAL] The past
[CUSTOMER][NEUTRAL] Because it looks like it was issued on [PII].
[AGENT][NEUTRAL] Let me look at uh I'm gonna look at the other claims to see why those may have been.
[AGENT][NEUTRAL] Why, why you may have um gotten something stating that the claim was not gonna be paid for, see if it might be different dates of service maybe let me check that out.
[CUSTOMER][NEUTRAL] Well yeah, she had several dates of service.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I'm showing several different claim numbers and none of them none of them are the same, so for like this particular claim it did pay um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Check and see.
[CUSTOMER][POSITIVE] I'm glad I figured that out.
[AGENT][NEUTRAL] Yes, me too.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then you should have also let me see.
[AGENT][NEUTRAL] There was another claim that was paid to you guys.
[AGENT][NEUTRAL] With a check of 12,940.
[CUSTOMER][NEUTRAL] Well, uh, I got that one.
[AGENT][POSITIVE] OK, good, good deal.
[CUSTOMER][NEUTRAL] Mhm, I did get that one.
[CUSTOMER][NEUTRAL] So this one must be for data service um.
[CUSTOMER][NEUTRAL] Well, I don't know. Was it for data service 621?
[AGENT][NEUTRAL] I can tell you
[AGENT][NEUTRAL] Let me look at it real quick, yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, that one was for data service [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I gotta look one more place real quick.
[AGENT][NEUTRAL] I'm just wanting to make sure that that's the only claim that it was covering and it looks like it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now do I need to send this paper back or is that something you can do on the phone?
[AGENT][NEUTRAL] We can't do it on the phone. You can send the paper back and what I will do while we're on the phone together is I'm going to request that a new check be issued because I do see that the check is still outstanding and has not been cashed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] So I'm gonna make sure that we get another check reissued for you.
[CUSTOMER][NEUTRAL] OK, so you just want me to check the box that says I certified that I have not cashed or deposited the above reference check and it is not in my possession. I would like to have a replacement check issued so you want me to check that box and then it says um and then just sign and date my name and now can I fax this somewhere or do I need to remil it?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, you can fax it. Uh, let me give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, and then who should I put that attention to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, awesome um well thanks and I will just um I will just go ahead and um.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Fax that to her now but and then when she looks up she'll see that you and I talked right when she looks up the account, OK.
[AGENT][NEUTRAL] Yes, I'm put
[AGENT][POSITIVE] Yes, I'm putting in good notes.
[CUSTOMER][POSITIVE] OK, thank you so much. And what was your name again?
[AGENT][POSITIVE] You're very welcome. My name is [PII]
[CUSTOMER][NEUTRAL] [PII], you are remarkable because so many people I get on the phone, not with your company but with multiple other insurances are, I don't know, they don't know what they're talking about sometimes and I'm just, it's so frustrating, but so you, so you've been most helpful. Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh bless it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're very welcome. I appreciate you calling and thank you for the compliment. That makes me feel good. I appreciate that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Well, yes, if I mean if I can go on and put a good something on there for you I would so if I can tell me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If there's a place.
[AGENT][NEUTRAL] Well, there's not a place on there but I do whenever somebody wants to help like that we have to have it go by email to our supervisor.
[CUSTOMER][NEUTRAL] Who's your supervisor?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And I can give you her email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] FR oh yeah just give it to me uh her email.
[AGENT][NEUTRAL] OK. Yes, ma'am. It's gonna be uh her email is actually [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is it all lower case?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, just [PII]
[CUSTOMER][NEUTRAL] OK, [PII] OK.
[AGENT][NEUTRAL] And it's
[AGENT][NEGATIVE] [PII]
[AGENT][NEUTRAL] And it's [PII] the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat it to you. So I have [PII].
[AGENT][NEUTRAL] Yes, but the Frosco is [PII]
[CUSTOMER][NEUTRAL] And then you
[CUSTOMER][POSITIVE] Oh, I, so, OK, so it's not F, it's just like [PII] No, I'm, so you said F, not S. OK, alright, alright, well thank you so much. I appreciate it, [PII], thanks.
[AGENT][POSITIVE] Yes, you've got it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you're so sweet. You've just made my whole day. Thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] Well, good. You have a good day.
[AGENT][POSITIVE] You too you have a great um [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] All right thanks.
[CUSTOMER][POSITIVE] Oh, thank you. Same to you. Bye bye.
[AGENT][POSITIVE] Mm. You're welcome. Bye-bye ma'am.